Job title: IT Service Operations Analyst
Location: Potters Bar
Job type: Permanent
Who we are
Canada Life looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.
Part of our parent company Great-West Lifeco, Canada Life has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.
Canada Life is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
The Service Operations Analyst will work within the existing Service Operations team, reporting to the Service Operations Manager. Working with the wider team, or individually, you will be responsible for:
•Providing 2nd line technical support and co-ordination for incident and problem management
•Managing tickets that are assigned to you
•Liaising with end-users who are either on-site or based at other locations
•Adhering to established ITIL and IT processes and procedures
•Managing service incidents, ensuring remediation, escalation and closure in a prompt and professional manner
•Giving assistance with long term planning to manage vitality and health of the IT environment
•Have/or gain in-depth knowledge of the CL operating environment
•Maintain application inventory and other documentation to support the IT environment
•Engaging with end-users in a pro-active and professional manner providing tailored support
•Expert knowledge of Windows Operating Systems
•Experience with full image and application lifecycle
•Active Directory, VMWare, ITSM Tools, LANDesk (or similar), Office Suite
•Troubleshooting and problem solving experience
•Strong attention to detail
•Customer facing experience, with excellent communication skills
•Committed to self-development
What you will like about working here
As a Canada Life colleague, you will receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You will also receive the support you need with your personal and professional development.
Our focus is to have an engaged, committed and motivated work force, operating in a high performing and collaborative culture. We want to create an organisation that offers opportunities for all our people to develop their skills and talent, and build rewarding careers with us.
Diversity and inclusion
Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.